SIG plc chooses SmartPoint as its new Customer Service Platform Monday 28th June 2010, London, UK - SIG plc the leading European supplier of Insulation, Exteriors, Interiors and Specialist Construction Products, regards its recent investment in SmartPoint for an enhanced customer service platform as a success, with the initial phase now ready for roll-out.
Having kicked off this key project with Buckinghamshire based TIS Software in December 2009, the solution has now been successfully deployed within a number of branches and is already delivering significant benefits to the business. The full roll-out programme, scheduled to commence in July 2010, will cover its entire network of 400 trading branches across the UK. SmartPoint, an intuitive and easy to use dashboard solution, delivers enhanced customer and product information and rich content to users within a dynamic sidebar that sits on the screen alongside SIG’s existing 3rd party trading system. SmartPoint recognises the activity being performed by a user within this system and provides ready access to important and related information stored deep within many databases throughout the company, in one single view. This is achieved without the user needing to know how to access these databases or where exactly the information is stored. For SIG’s users, the SmartPoint sidebar shows customer information from other Credit Management systems, details on trading history and open issues, plus opportunities from within CRM. In addition rich content on products, such as product images, specifications, COSHH and datasheets, is all displayed as an inbuilt part of the order entry and other customer service processes. SmartPoint can also be used to provide users with their own personalised dashboard. This portal view enables users to track their key performance indicators and review tactical positions on key activities - for example, open quotations and orders, bookings and billings, customer trading, planned activities etc - helping them to focus on operational efficiencies. “Our customers appreciate the specialist technical expertise, commercial support and fast, reliable delivery services that define the core values of our company. We at SIG see this investment as providing even greater support for our staff to enhance our responsiveness to our customers. Whatever we can do to maintain the highest standard of customer service, that’s what we’ll do” says John Whaling, UK IT Director. “In the current climate, it’s not about spending lots of money on IT platforms that take an age to implement and are costly to integrate, it’s about ensuring that we deliver quality solutions that quickly add value to our business. When the roll-out is complete, we will have deployed SmartPoint across 2,600 desks, dramatically empowering our staff with additional support in performing their roles. We’ve done this with very little change to our existing systems, ensuring that we fully leverage our existing investment in our many specialist applications that are already well established throughout the business. A great success all round.”SIG’s four core business sectors are Insulation and Building Environments, Exteriors, Interiors and Specialist Construction Products. Every day, SIG delivers brand-leading products to many thousands of customers from around 800 trading locations across Europe and benefits from the strengths associated with being the market leader in most of the specialist markets in which it trades. The Group principally operates in 11 countries in Europe and has small trading operations in a further 5 serving a wide range of trades in the building and construction markets. For further information, visit www.sigplc.com |
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